reverse erlang

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reverse erlang
is there a way I can input average call time, the number of calls per hour and the number of agents I have available to assign and see what call answering targets I can expect? essentially I want to use what I have and see what I can expect to achieve with that agent load.


Call Centre Helper

Use the Erlang calculator spreadsheet
This is a funtion of the Excel Erlang Calculator

See section 3 of this page

3. Work out the Predicted Service Level for a provided number of agents

This uses the Excel Formula
=ServiceLevel(Calls, Reporting_period, Average_Call_duration, Service_level_time, Agents)

For example =ServiceLevel(B45,C45,D45,E45,F45)

Section 3 query
Thanks Jonty. Just wondering, with the formula for Section 3, there was a note that mentioned that it doesn't take into consideration shrinkage. How do we go about forecasting Service Level with shrinkage taken into account? Do we replace the fifth criteria "Agent" from Raw Agents with Actual Agents?


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